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Call Center & Contact Center Professionals
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Job Description
- Req#: D4EDBFE0C3
Employer Industry: Call Center and Contact Center Services
Why consider this job opportunity:
- Opportunity for career advancement with clear progression pathways toward senior leadership roles
- Comprehensive health care plan including medical, dental, and vision coverage
- Retirement plan options (401k, IRA) to support your future financial security
- Generous paid time off, including vacation, sick leave, and public holidays
- Training and development programs to enhance your skills and career growth
- Flexible work arrangements including on-site, hybrid, and remote options available
What to Expect (Job Responsibilities):
- Lead and optimize daily contact center operations across various communication channels
- Manage team leaders and drive performance through coaching and structured scorecards
- Improve customer experience metrics while balancing cost-to-serve and service levels
- Oversee training and onboarding programs, maintaining knowledge management standards
- Monitor and report on operational metrics, presenting actionable plans for improvement
What is Required (Qualifications):
- High school diploma or GED required; associate or bachelor's degree in a relevant field preferred
- 5-12+ years of experience in call center environments, with 2-6+ years in leadership roles
- Strong skills in people leadership, coaching, and performance management
- Knowledge of workforce management fundamentals including forecasting and scheduling
- Proficient in business communication and stakeholder management
How to Stand Out (Preferred Qualifications):
- Experience with Lean/Six Sigma methodologies for continuous improvement
- Familiarity with CRM and ticketing platforms such as Salesforce or Zendesk
- Exposure to contact center technology tools including CCaaS and reporting/analytics platforms
- Additional language skills that cater to a diverse customer base
#CallCenterJobs #CustomerExperience #LeadershipOpportunities #FlexibleWork #CareerGrowth
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